How ARROW Helped my Mother and Me

David's mother, a gentle and quiet woman in her late eighties, resides in a care home in Norwich, just a short walk from David’s house, a home he'd previously shared with his mother for many years. Like many adult children supporting elderly parents, David had been struggling to understand the entitlements and funding options available for his mother’s care. Confused and overwhelmed by the complexities of the system, he found himself searching for guidance. Then, during one of Elizabeth’s routine medical appointments, her podiatrist handed David a leaflet about ARROW and urged him to get in touch with Dr. Ros Setterfield. That recommendation would prove to be invaluable.

David takes over the story 
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“For quite some time, I had been wondering how I was going to manage paying my mother’s care home fees, long term. I knew financial help might exist, but I had no idea what we were entitled to—or even how to find out. When my mother’s visiting podiatrist gave me a leaflet about ARROW and recommended Dr. Ros Setterfield’s services, I decided to contact her. It turned out to be the best decision I could have made.

Dr. Ros arranged to review my mother’s case and took me through the NHS Continuing Healthcare Checklist, step by step. The process lasted about two hours. Initially, it seemed my mother only had social care needs—she had experienced falls, lost weight, and her mood was low, but her care appeared steady. Even so, Ros didn’t stop there; she took the time to dig deeper.

With my authority, she contacted the care home, GP, and hospital, gathering every relevant medical and care record and scrutinising them thoroughly. Her analysis uncovered crucial facts that made it clear an official Checklist assessment would likely be futile at that stage. Although my mother’s mobility had declined, this reduced her falls risk because she no longer tried to stand up unsupported. She had also gained weight, wasn’t under specialist input from the SALT team, and her care was stable without unpredictable issues.

Ros gave me the choice to receive a refund for the Checklist fee (minus a deposit) or retain her services for a future assessment, should my mother’s condition deteriorate. She assured me that if my mother reached an end-of-life stage, she would help us initiate a fast-track pathway for NHS Continuing Healthcare funding.

 “Ros didn’t just provide a service—she empowered me with knowledge and spared me from costly mistakes.” 

On top of this, Ros shared something I hadn’t known, which completely changed our situation. My mother jointly owns the house I live in, and I had assumed we’d have to sell it to fund her care. Ros explained that, because I’m over 60 and the house is my main residence, the property would be disregarded as an asset under the law. This revelation meant my mother could qualify for help from adult social services once her remaining funds dipped below £23,250.

Ros also clarified how to separate my income from my mother’s finances, saving me from unnecessary assessments. Until then, I had been contributing significant amounts from my pension to cover her care fees, unaware that our finances should have been treated independently.
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Thanks to Ros and ARROW, I now have a clear understanding of what to do as my mother’s health and finances change. Ros didn’t just provide a service—she empowered me with knowledge that helped me avoid costly mistakes. Her compassion and expertise during this stressful time made all the difference, and I’ll always be grateful for her support.”

ARROW's Reflections

This case illustrates the critical importance of informed and timely guidance when navigating the complexities of care funding and NHS Continuing Healthcare. At ARROW, families are supported not only through the technical aspects of assessment but also with the clarity and reassurance necessary to make well-informed decisions during what is often a deeply stressful time.
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In this instance, the focus extended far beyond the administration of a Checklist. It required a holistic understanding of Elizabeth’s care needs, medical history, and financial situation. By investigating the full context, a clearer and more accurate picture emerged—one that ultimately protected the family from unnecessary financial hardship and ensured they were equipped with a practical and sustainable plan.

​Of particular note were the misconceptions surrounding financial responsibilities, particularly the treatment of jointly owned property and the interaction between social care and health funding. These are common areas of confusion, and if left unaddressed, they can result in significant and avoidable strain on families. Providing clarity on these points was as crucial as any assessment outcome.
While every case is different, the objective remains constant: to provide accurate, compassionate, and practical support that genuinely improves outcomes for those seeking care. It is hoped that this example will encourage others to seek expert guidance at the earliest opportunity.
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If you’re navigating a complex care situation and feel unsure about your loved one's eligibility for NHS Continuing Healthcare or Adult Social Services support, we’re here to help.
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Contact ARROW today for a confidential conversation about how we can support you.

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learn more about how arrow can support you with your claim

At ARROW, we provide expert guidance and hands-on support throughout the NHS Continuing Healthcare (CHC) process. We can:

✔️ Arrange an initial Checklist assessment for you or your loved one.
✔️ Fully prepare you for the Checklist and Decision Support Tool (DST) assessments.
✔️ Gain access to healthcare records (for relatives, a certified Power of Attorney or Court Deputyship Order is required).
✔️ Build strong evidence using medical and care records to support your case.
✔️ Draft evidence-based supporting statements for assessment and appeal panels.
✔️ Represent and advocate for you or your loved one at any stage of the process.
✔️ Manage appeals if you’ve been wrongly assessed as ineligible for CHC funding.

💡 If you believe you or your loved one may qualify for NHS Continuing Healthcare, don’t go through it alone--let ARROW guide you every step of the way!

📞 Contact us today for a FREE consultation!

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